Intelligent Servicing for Fraud release notes

  • Release version: Store
  • Updated April 9, 2026
  • 2 minutes to read
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    Summary of Intelligent Servicing for Fraud release notes

    Intelligent Servicing for Fraud is a ServiceNow application designed to automate fraud case management for financial institutions. It enables creation, analysis, investigation, and resolution of fraud alerts and complaints, helping middle and back-office teams efficiently handle fraud cases. This reduces costs related to fraud, including reputational and regulatory risks.

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    Key Features and Updates

    • Version 2.7.0 (April 2026): Introduced native Customer Service Management (CSM) Case Type Selector with Agent and User Criteria support, standardizing case type handling and reducing maintenance by replacing legacy components.
    • Version 2.6.0 (March 2026): Enhanced read-only fields with a 'Strict Read Only' option for better control.
    • Version 2.4.0 (August 2025): Added Deny Access Control Lists (ACLs) on tables to restrict unauthenticated user access and improved role-based service definition access.
    • Versions 2.3.2 to 2.3.1 (Nov 2024 - Feb 2025): Fixed access issues post case creation and added new executor roles for subflows; sandbox settings updated.
    • Version 2.2.3 (August 2024): Updated UI elements by replacing images with illustration components and simplified landing pages.
    • Version 2.2.2 (June 2024): Fixed task generation related to fund recovery.
    • Version 2.2.0 (May 2024): Migrated data to align with CSM service categories and enhanced localization support.
    • Version 2.1.0 (February 2024): Upgraded core parent application version and localization configurations.
    • Versions 1.1.2 to 1.1.0 (August 2023 - November 2023): Improved data models for card provider and product information, added ACLs to secure fraud fields, and updated currency code handling.
    • Initial releases (February - May 2023): Introduced agent assist UX enhancements and localization.

    Practical Benefits for ServiceNow Customers

    • Standardized and simplified fraud case type management reduces administrative overhead and improves consistency across user roles.
    • Enhanced security controls with ACLs prevent unauthorized access to sensitive fraud data.
    • Improved user experience with updated UI components and localization supports global teams effectively.
    • Ongoing fixes and improvements ensure reliable task automation and data integrity during fraud investigations.
    • Integration with native CSM components aligns fraud servicing with broader ServiceNow customer service workflows.

    ServiceNow customers leveraging Intelligent Servicing for Fraud can expect a robust, secure, and efficient platform that streamlines fraud management processes, lowers operational costs, and supports compliance needs.

    Version history for the Financial Services Operations Intelligent Servicing for Fraud on the ServiceNow Store.

    Important:
    For details on system requirements and family compatibility, view the application listing on the ServiceNow Store website.

    Version history

    Version 2.7.0 - April 2026
    Updated: FSO now uses the native CSM Case Type Selector with Agent and User Criteria support, replacing custom extension logic and legacy components to reduce maintenance overhead and standardize case type handling across all user types.
    Version 2.6.0 - March 2026
    Updated: Updated the read-only option to 'Strict Read Only' for read-only fields
    Version 2.4.0 - August 2025
    • New: As part of this release, Deny ACLs were introduced on the existing tables. These Deny ACLs will restrict access for unauthenticated users on CRUD operations.
    • Fixed: Restrict Access to relevant service definition to external user roles
    Version 2.3.2 - February 2025
    Fixed: Republish the playbook to fix the b2b relationship contributor not being able to access case after creation.
    Version 2.3.1 - November 2024
    • New: Added scope flow executor role to subflows
    • Changed: FraudCaseAjax has been made as Sandbox enabled as false
    Version 2.2.3 - August 2024
    • Changed: Replaced usage of 'image' with 'illustration component' in fraud score component
    • Removed: Removed header component from existing landing pages
    Version 2.2.2 - June 2024
    Fixed 'Recover fund task' generation issue.
    Version 2.2.0 - May 2024
    • New: Migrated data from FSO service category (sn_bom_service_definition_category) table to CSM service category(sn_csm_case_types_service_category) and relationship tables
    • Changed: Modified configuration for localization support
    Version 2.1.0 - February 2024
    • Changed:
      • Upgraded snc-app-parent version to 5.1.0.16
      • Modified configuration for localization support
    Version 1.1.2 - November 2023
    • Changed:
      • Updated card_provider field choice table from 'sn_bom_card_model' to 'sn_ent_card_service_model' table
      • Moved product model demo data to new model tables created in the Expanded Model and Asset Classes application.
    • Fixed: Added list_edit ACL for fraud_suspected field in sn_bom_fraud_transaction, for users with roles sn_bom_fraud.agent_connector, sn_bom_fraud.contributor, sn_bom_fraud.agent.
    Version 1.1.1 - August 2023
    Fixed: Updated 'Customer liability' field with currency code in card fraud policy outcome subflow.
    Version 1.1.0 - May 2023
    New:
    • Added UX page properties for the Agent Assist on Voltron record page.
    • Added localization changes.
    Version 1.1.0 - February 2023
    Intelligent Servicing for Fraud automates work so that cases are resolved at lower cost and the fraud window is simultaneously closed. Provides capabilities to create, analyze, investigate and dispose fraud alerts and complaints for financial institutions, providing transparency and ease for middle and back-office teams. With these capabilities, financial institutions can reduce or avoid the direct and indirect cost of fraud such as reputational damage and regulatory exposure.